Floodlight cam records events but can't view live?

[jameskfyfung]

Hi,

My nest floodlight cam recently did this.

It will record and notify me of any events and I will be able to see the video history of these events. However I cannot view the camera live like I used to. It says it's offline but it isn't since it is still recording events. Anyone experience this before?

I turned it off and on again.  It does not work.

Thanks

[Sp2106]

Same, issue, many threads on this from us many frustrated customers. Is there a way to consolidate into one thread so we get more attention? Please repost if you can to the following thread, there is already some activity with the (most likely bots), but maybe if we all post there we'll get attention from a human eventually? 

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-Nest-Camera-wired-with-Floodligh...

[Brad]

Hey there,

I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating but I'm happy to look into this and see how we can help out. The first troubleshooting step that I'd recommend would be to Restart your device. By doing this, it should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[aatienza]

Hey folks,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, Brad.

Thanks,

Archie

[datadr93]

Resetting doesn't work. Still unable to view the camera live since last Home update. It will notify of events and can view those with ease... up to point camera is live and the camera shows as "unavailable."

Can then exit app and get an event notice. Live view is the issue. This is same with all Google Nest cameras (doorbell, floodlight, etc). 

[janthadeus]

Hi everyone,

Thanks for your help here, Brad and Archie.

I'm sorry to hear that. No worries, we'll check this out. When did the issue start? How far is the camera from the router? What troubleshooting steps have you done so far? What WiFi frequency band is your camera connected to (2.4 GHz or 5 GHz)? Also, where is it located? And how high is it installed from the ground?

Give these steps a try:

• Ensure that your camera is properly mounted on the wall mount.
• Your camera should be placed between 6 and 6.5 feet (1.8 and 2 meters) high for optimal detection.
• Try moving your camera closer to your router to check if it's going to view your live video.
• Restart your camera.
• To check the tips for your camera placement, check this guide.

Let me know how it goes.

Thanks,

JT

[datadr93]

Issue began after last update. Have deleted/re-added. Restarted. On all cameras. Can't view live feeds but can see all recorded events. Can attempt to view live but then close out and can see an immediate event up to point camera is live then becomes unavailable. 

Has nothing to do with placement or height. They are all in the same position for years since the last update. 

There are multiple Nest Community boards with the identical issue. Google supports only "solution" is to provide the same troubleshooting steps outlined in your inquiry. 

This is an app/firmware issue that was broken with last app update. Can't test online because Google requires unblocking third party cookies. 

[janthadeus]

Hi datadr93,

Got it, sorry to hear that and thanks for your efforts. Try to factory reset your camera.

Let us know if that helps.

Best,

JT

[janthadeus]

Hi folks,

It's me again. I want to make sure you're all good — how did the steps go? 
 

Regards,

JT

[datadr93]

It's an app issue. No camera can show live view but can immediately capture an event which can be viewed.

All Google cameras impacted thru Google home.

[Brad]

Hey there,

I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.

• Open the Google Home app
• At the top right, tap your account.
• Tap Feedback 
• tap the type of device you'd like to submit feedback for.
• To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
• In the feedback summary, write a brief description of your issue.
• Be sure to check the box for Screenshot and System logs.
• To submit feedback, in the top right corner, tap Send 

Best regards,

Brad

[Brad]

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread.

Best regards,
Brad

[datadr93]

Still having no luck viewing live feeds. Went thru the arduous task of deleting and re-adding all my cams... no change. I also see there hasn't been any new Home app updates since the last install.

As mentioned, the cams can get record events and I can view those with ease. It is not until attempt view Live stream that cameras become unavailable. I can exit app, trigger an event, get notice, view event but then becomes unavailable once fast foward to Live.

[Brad]

Hey folks,

I am sorry to hear that you're still experiencing these troubles. We are still looking into this issue as it is ongoing. We'll update the community once a resolution is found.

Best regards,

Brad

[feldmca1]

Having the exact same issue.  This all started around Aug 2022.  Was working fine for all of 2022 up until this time.  Receive notifications, history is being recorded, the Floodlight is hard wired but will not show me LIve Video anymore.  It tries.  I can hear sounds and every now and then a flash of the outside world but 95% of the time I get the message "Video Unavailable".  

[Brad]

@feldmca1

I am sorry to hear you're still experiencing this same concern. We are still investigating this issue at this time. Once there is more information, we'll update the community.

Best regards,

Brad

[DrGreg]

I have had the same issues with this camera/floodlight since I bought it last year. In almost a year of operation, I've only experienced a couple hours where the Google Home app has actually provided a live video stream and allowed me to operate the camera's floodlight. The rest of the time, both the camera and the floodlight appear on the app to be offline. Video is always recording, however, and I can see events seconds after they are recorded in the video history. I have unplugged the camera, I have reset the camera, and the problem has never been resolved.

[DrGreg · Accepted solution]

Since yesterday, a day after my post, the Google Home app has both the camera AND the floodlight showing up as online allowing full functionality.  I hope it isn't a fluke.

[Brad]

@DrGreg

I am relieved to hear that the latest update has seemed to have removed the issue you were having with live view! Please let us know if you still need assistance.

Best regards,

Brad

[jameskfyfung]

Thanks.  I reseted the camera, and it works now.

[aatienza]

Hey jameskfyfung,

That's good to hear! Let us know if you have any other question, we're here to help.

Thanks,

Archie

[DrGreg]

Okay.  It's offline again and has been for days.  SMH

[aatienza]

Hey folks,

@datadr93 There's a lot of possibilities on this issue — one of the possible reason is router configuration. If you're using a Wi-Fi extender or mesh router, you might have a double NAT. You can connect 2 routers to extend the Wi-Fi coverage in your home. But when you have 2 routers, each with their own private Wi-Fi network, your personal devices can have a hard time communicating with each other.

@DrGreg I’m sorry to hear you’re having trouble with this. No worries, we'll check this out. To confirm, have you tried the suggested steps above to see if that helps?

Thanks,

Archie

[DrGreg]

Only one router and no extenders.

[datadr93]

@aatienza thank you for the info. I do not have an ISP gateway and only have one router. But thank you for the info on double NAT.

[aatienza]

Hey folks,

I'm sorry for the delay. Let's check this further — could you fill out this form and let us know once you're done?

Thanks,

Archie

[aatienza]

Hey DrGreg,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.
 

Thanks,

Archie

[feldmca1]

the live view is now working 

[aatienza]

Hey there,

As we got our resolution here, I'm going to mark this one as resolved. Please feel free to open up a new thread if you need assistance. 
 

Thanks,

Archie

[datadr93]

This is not resolved. There are fixes but until confirmed the root cause, you cannot claim this issue is solved. 

[Sp2106]

Not solved for me. Can someone explain what firmware version they have on their cameras and what Google home app version they have, and how they got them to work? 

[datadr93]

I believe I got it figured out. But don't consider this resolved.

My latest observation when unable to view live, the IP address reported by router has different last digit than what is reported by the IP address in app (xxx.xxx.x.72 vs xxx.xxx.x.135). When I'm able get it to work the IP's are the same.

I use a mesh wifi router with 3 satellites. Camera connects to the 2.4 band. When the camera switches satellite (due to stronger signal??) the IP changes and camera isn't live. Sometimes it just reports as "offline."

This DNS issue appears related to the camera moreso than the app.

I have since set the device with a static IP as reported in the app. Now when it switches satellite, the IP doesn't change and camera stays stable.

This is not a novice level fix and should not be resolution for the general lay public. Google needs to patch firmware to prevent IP from changing on mesh systems.

This worked for me so don't want to claim as a solution.